Senior Analyst - Workforce Management, Workplace Operations

JOB SUMMARY

Universal Parks and NBCUniversal are seeking a highly experienced Senior Workforce Management Analyst to provide strategic workforce planning and decision support for the global TechLine organization, a 24x7 customer-centric IT service desk supporting employees worldwide.

This role serves as the primary workforce management subject matter expert and strategic advisor for forecasting, capacity planning, scheduling, real-time management, reporting, and workforce optimization across TechLine operations. The role independently leads the full WFM lifecycle for a complex global support organization and translates operational demand into clear staffing, labor-capacity, and resource investment recommendations.

The Senior Workforce Management Analyst will partner closely with Operations leadership, HR, Finance, and regional stakeholders to develop data-driven staffing strategies, evaluate labor requirements, support annual and in-year budget planning, and optimize workforce utilization while protecting service-level commitments. Analyses produced by this role will directly inform senior leaders' decisions regarding headcount, hiring timing, shift design, labor allocation, budget priorities, and operational trade-offs. The successful candidate must be comfortable operating with significant autonomy, managing competing priorities, presenting recommendations to senior leaders, and serving as the primary WFM advisor for a multilingual, multi-regional 24x7 support environment.

MAJOR

RESPONSIBILITIES

• Own workforce planning processes for a global 24x7 IT support operation - Lead long-range forecasting, capacity planning, staffing models, labor-demand scenarios, and hiring recommendations used by senior leaders to make headcount and budget decisions.

• Develop short- and long-range workforce plans, staffing models, and shift strategies using forecasted demand, historical trends, seasonality, service-level objectives, productivity, labor costs, and language/skill-based coverage requirements.

• Oversee intraday management, real-time performance monitoring, and operational adjustments to protect service levels

• Analyze trends in call volume, ticket demand, shrinkage, utilization, occupancy, productivity, and service performance

• Develop executive-level reporting, decision-ready workforce insights, dashboards, and recommendations that quantify staffing needs, labor capacity, budget impacts, risks, and operational trade-offs

• Drive workforce management process improvements, automation initiatives, and optimization strategies - Produce executive dashboards and reports with recommendations that clearly communicate key assumptions, risks, trade-offs, and financial implications.

• Partner with Operations, HR, Finance, and regional stakeholders to lead workforce optimization initiatives and support annual planning, budget cycles, business changes, growth initiatives, and workforce investment decisions.

• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.

• Performs other duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required.

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Consistent attendance is a job requirement.

• Demonstrated expertise in forecasting methodologies, staffing models, scheduling, shrinkage planning, and real-time workforce management.

• Advanced Excel skills including Pivot Tables, Power Query, complex formulas, scenario modeling, and data analysis.

• Experience developing staffing models, labor-cost scenarios, business cases, and recommendations for operational and senior executive leadership.

• Strong